IT Customer Support - Entry

The Information Technology Office exists to enhance business processes by delivering IT solutions to agency-wide employees. The IT Office is staffed under four main groups, to include Service Desk, Application Development, Infrastructure and Systems Management and Security. This position works within the Information Technology Division's Service Desk Group and primarily provides agency-wide IT support for the agency's critical business systems, computers, mobile devices, connectivity support, telephones, software and hardware.

This position provides agency-wide technical support by applying technical knowledge and skills to evaluate and resolve business applications, databases, telecommunication, and project and operation problems. This position troubleshoots and restores enterprise applications and hardware issues by analyzing, identifying and diagnosing faults and symptoms, and implementing solutions directly with customers. The purpose of this position is to improve customer satisfaction by decreasing end-user learning curves along with improving business productivity through quick resolution of service interruptions and ongoing process improvement. Mission critical programs, such as but not limited to rely on the Service Desk to ensure food safety recalls, grain and commodities shipped through Washington ports, eradication of insect pests, pesticide regulation, and brand inspections for livestock are operational.

Important Notes

WSDA is recruiting for a full-time permanent IT Customer Support - Entry position within the Directors Office. This position is located in Olympia, Washington. This is a non-represented position.

The base pay offered will take into account internal equity and may vary depending on the preferred candidate's job-related knowledge, skills, and experience. The typical starting salary range for this position is: Range 01IT Step A $64,248 - Step L $84,336 annually.

Duties

What to Expect Some of the various responsibilities within this role:

Analyzes, troubleshoots, resolves, and develops standard operating procedures pertaining to computer and telecom related issues

• Perform ITIL Tier 1 or higher issue resolution for incoming help requests from end users, including installing and upgrading software and hardware, network, configuring systems and applications.
• Provide technical support for business applications utilizing remote tools for field and home offices, such as but not limited to; MS Remote Desktop, LogMeIn, and Ivanti UEM (comparable to SCCM).
• Analyze, troubleshoot, and resolve agency standard and non-standard hardware/software/network issues using available diagnostic tools, education, remote connection tools, internet, manuals, experience, common sense, systematic approaches, and/or vendor support.
• Resolve Local Area Network (LAN) and wireless network connectivity issues by utilizing advanced troubleshooting and following the OSI model, such as but not limited to; resolving TCP/IP settings, utilizing command prompts to ping IP addresses, release and renew IP configurations, flush DNS, and perform trace routes.
• Direct and/or facilitate the installation or repair of hardware/software/applications with authorized vendors.
• Identify, troubleshoot, and escalate network, applications, and security related issues.
• Build end-user sufficiency by assisting customers to understand and use features and functionality of various programs, applications and hardware.
• Set-up IT equipment for new employees, including providing training on how to use the equipment.
• Review and update the GREMLIN Knowledge Base as new practices are put into place or new information is discovered.

Applies technical abilities to lead the agency's technology surplus process by utilizing Meraki Mobile Device Manager, Active Boot KillDisk, Active Directory, and the SharePoint computer inventory then coordinating with the Office Services program to ensure data security and inventory is in compliance

• Remove data from all computers, including but not limited to; desktops, laptops, phones, printers, etc. utilizing Active Boot KillDisk, Meraki, or other methods.
• Create Certificate of Destruction for computers is created and stored on the server after removing data.

Assists with resolving widespread technical issues by recognizing and troubleshooting agencywide system outages pertaining to servers, network, email, or applications

• Monitor system health using tools to proactively respond to system interruptions and slowdowns, including but not limited to; SolarWinds, WaTech's System Status site.

An associate degree or higher in Computer Science; Information Technology.

OR

Completion of a two (2) year accredited vocational training program in information technology or related program. Working experience may be substituted for education year for year AND

Two (2) years of information technology experience such as:

• Consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment.
• Providing customer or technical support in information technology.

Demonstrated ability to effectively communicate, independently analyze, and weigh the risks verses benefits in decisions and recommendations.

Demonstrated skill in delivering group presentations and the ability to present complex information in a way that is easily understandable to the audience.

Demonstrated history of successful organization and time management skills.

In addition to the above qualifications, the following desired knowledge, skills, and abilities would make your application more competitive:

• A+ Certification or equivalent experience.
• Experience providing first and second tier support in a Service Desk or Help Desk environment.
• Two (2) or more years of experience working in an ITIL/ITSM model Service Desk environment., WSDA uses a I-9 form (Download PDF reader)(Download PDF reader) to determine Employment Eligibility and Verification, once hired. This document is the authorization of an individual's ability to be hired for employment within the United States. Applicants must be eligible to work in the United States.

Pulled from the full job description

• Safety equipment provided
• Loan forgiveness
• Flexible spending account
• Paid holidays
• Dependent care reimbursement
• Flexible schedule, Employee Benefits
• A healthy work/life balance, which may include flexible work schedules, and teleworking.
• WSDA provides an excellent benefits package beyond traditional benefits. State employment offers Dependent Care Assistance, Flexible Spending Accounts, Public Service Loan Forgiveness, Tuition Waiver, Deferred Compensation, Employee Recognition Leave; click here for more information.
• 12 paid Holidays & Vacation and Leave Accruals.
• All Personal Protective Equipment (PPE) required will be provided by the agency.

AGRICULTURE - A Cornerstone of Washington's Economy The Washington State Department of Agriculture has been serving the state for more than 100 years. Through service, regulation, and advocacy, we keep agriculture viable and vital in Washington State, while protecting consumers, public health, and the environment. We work extensively with farmers and ranchers, but our responsibilities - from ensuring food safety to environmental protection - touch the lives of millions of people locally, nationally, and abroad. The agency includes 780 employees approximately and grows close to 1,000 employees at the peak of seasonal work. To learn more and view additional openings, please visit our Employment Page. The Opportunity, Equity at WSDA The Department of Agriculture recognizes, appreciates, supports, embraces, and respects all cultural identities and backgrounds while we collaborate in authentic ways. We hire amazing people that share in the commitment to our Pro-Equity Anti-Racist (PEAR) strategic plan, our Healthy Environment for All (HEAL) Act implementation plan, and our unique needs and desires for belonging, respect, and inclusion. We value the growth and development of our team members by providing equitable access to resources and opportunities for continuous learning, improvement, and advancement. We strive to hire, cultivate, and retain a productive and dedicated workforce that reflects the communities we serve while we are committed to a workplace that celebrates our differences and supports equal opportunity employment and inclusion regardless of race, creed, color, national origin, citizenship or immigration status, marital status, families with children (including pregnancy, childbirth, or related medical conditions), sex, sexual orientation, gender identity diversity, age, status as a protected veteran, honorably discharged veteran or military status, status as an individual with the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with disabilities or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws.